“It's frustrating when the claims department expects the agent’s office to be the lead in facilitating the claims process. Agents and staff have no authority to make a claims decision.”
Complex processes can introduce a lot of concern. An insurance professional is managing the process and their client’s expectations. Their client may be unaware of the process and will project how they believe it should go. And when a distribution professional’s advice doesn’t sync with the carrier it can introduce doubt, confusion or even frustration. When such disconnects occur, insurance professionals may not feel they’re truly prepared to offer the level of expertise their clients need and expect. In moments like these, it can be helpful to provide greater transparency into the process.
The claims process is a critical experience that we all must deliver on. Members may be facing unforeseen or troubling circumstances that require extra attention and care. Insurance professionals need to be in sync with their carriers in order to do the best job for these clients.
